Editorial
Artificial intelligence (AI), especially generative AI and now agentic AI, has officially moved from buzzword to business priority. For knowledge management (KM) professionals, that means it’s time to ask: How do we make AI part of the way we work without losing the fundamentals of what KM does best?
AI isn’t new to KM — it’s been on the radar for years. Organizations were experimenting with machine learning and natural language tools long before ChatGPT came along. But most KM programs have historically focused on foundational work: building knowledge bases, nurturing communities of practice, improving search, managing content, and facilitating change and collaboration. All of these are essential tasks, but KM now has a big opportunity to integrate AI capabilities into KM approaches to enhance how knowledge is shared and used.
AI Is More Than Technology, It’s a Culture Shift
AI is already changing the way we interact with knowledge. Think about how search has evolved. Instead of getting a list of documents, employees now get direct, well-formed answers, sometimes even written by AI, right in their flow of work. But big shifts like this can be exciting and unsettling at the same time. Some people might worry: “If AI can answer questions or generate expertise, what’s my role?” Others might just feel overwhelmed by learning yet another new tool or process.
KM has a key role in helping define what a future workplace culture should look like in an AI-enhanced world. Will it be one where people feel threatened by technology, or one where AI is embraced as a helpful teammate? KM has the tools to shape that story.
Change Management, Knowledge Management's Superpower
KM professionals understand that change isn’t just about systems or processes: it’s about people.
When it comes to AI, KM teams are uniquely positioned to help employees engage and adapt. That’s because many KM programs already have a strong foundation in change management. In fact, research shows that the number one skillset for KM teams to develop is change management. And a majority of KM teams, especially those with more mature KM programs, are actively building skills and structures to support organizational change.
Here are some proven strategies for managing transitions:
- Measuring how change is impacting the organization.
- Helping teams stay engaged and reducing resistance.
- Gaining leadership buy-in and sponsorship support.
- Following a structured change management approach.
- Communicating clearly and listening often.
- Offering training tailored to how people actually work.
Just as important are the “softer” skills — empathy, storytelling, problem-solving, coaching and active listening. These human practices help people feel seen and supported during times of uncertainty.
Don’t Go It Alone: Strengthen the KM-IT Partnership
While knowledge management brings the people-first perspective, AI implementation also requires serious technology expertise. That’s where partnerships — especially with IT and digital teams — come in. In theory, KM and IT should make a great team: KM knows what users need and IT knows how to build or configure tools to meet those needs. But in practice, the relationship doesn’t always click.
Sometimes, KM gets pulled too deep into technical work and loses sight of its people-centered mission. Other times, IT doesn’t fully understand KM’s value beyond support requests. With AI, it’s important that both teams find common ground.
Here’s how KM can build better relationships with IT or digital functions:
- Offer help before asking for it. Assist with training or communication strategies to lighten the load for IT teams.
- Build multiple relationships. Don’t just talk to one contact. Learn about the team’s goals and challenges from different angles.
- Stay connected. Avoid turning the relationship into something that only benefits you. Find ways to collaborate often on shared goals.
Shared goals might include:
- Managing data and content governance.
- Auto tagging and classifying content.
- Answering employee questions with AI-driven tools.
- Locating experts and expertise.
- Personalizing content and knowledge delivery.
- Improving customer support.
- Enhancing community and network involvement.
- Aiding research and innovation.
KM and IT both bring specific strengths — and when they work together, the result is more powerful than either could create alone.
Final Thoughts: KM’s Time to Shine
Knowledge management has always been about connecting people with the knowledge they need to do their best work. With AI, that mission doesn’t go away — it becomes more important.
As organizations race to implement AI, they’ll need more than just technology. They’ll need cultural guides, change experts and people who know how to make complex knowledge accessible and useful. That’s KM’s superpower.
By focusing on people, strengthening partnerships and applying change management strategies that work, KM teams can help their organizations get all the benefits of AI, without losing sight of what matters most: the humans behind the work.
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Editor's Note: Want more thoughts on how to navigate the current landscape? Read on:
- Laura Pike Seeley on Knowledge Management in the Attention Economy — Laura joins Three Dots to discuss how she balances the need for knowledge sharing with the demands for focus time in her KM practice at HKS, Inc.
- 4 Steps to Support Employees Through Organizational Change — All transformations should be accompanied by formal change management plans that are human-centered and anchored in how the human mind works.
- Change Management in the Age of AI: How to Sidestep Common Mistakes — The AI revolution calls for a mindful and collaborative approach, where technology amplifies human capabilities rather than replacing them.
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